My experience as a consumer does not matter to most companies and organizations.

Most, if not all of these businesses and/or organized groups touch each of our lives on a regular basis. With every interaction, we form impressions about the respective "experience" - which we filter and interpret through our past personal encounters with these or other providers of goods, services and experiences.

Oh say can you see...what I see?

We more often than not attach strong feelings to our "point-of-view" as a consumer--so much so, that we are willing to act as advocates for those who consistently deliver an experience that surpasses our expectations; just as we will likely become aggressive, vocal, detractors of those who consistently fail to do so.

Emotions, as well as Logic, drive our behaviors as consumers and neighbors.

I do not believe that the majority of businesses and organizations "get" this. With many, a focus on cost control, process management, and the successful completion of the tasks at hand (of which customer interaction is included) dominate their thinking. Asking themselves "what is my customer experiencing?" is not likely to be found on their radar screen.

Does this mirror your experience with groups such as the ones I've described? Any "exemplars" of companies, organizations or communities that are "doing it right" - intentionally, consistently, and successfully?